Operations Lead - (Last Mile & Customer Delight)

About the role

We are looking for a highly motivated Operations Lead to join our team. In this role, you will be responsible for managing our outbound logistics operations and building a world-class customer support function. You will be pivotal in ensuring that our products reach customers seamlessly, and that every customer interaction reinforces the brand.

What you'll do

• Build, coach, and guide a 12+ membered, 2-tiered, high-performance logistics ops and customer delight teams
• Own end-to-end logistics planning — from warehouse dispatch to last-mile delivery — ensuring timely and cost-effective shipping
• Negotiate terms and prices with freight companies and last-mile delivery partners; monitor and assess their performance
• Oversee customer support processes and organize them to enhance customer satisfaction and brand loyalty
• Define and track key customer support metrics (CSAT, resolution time) and drive continuous improvement

What you need

• 6–11 yrs of experience
• Last-mile delivery
• Customer service
• Escalation handling
• Customer handling
• Communication
• B.Tech or B.E.